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Service Delivery
Lead Customer Support Representative
Hybrid or On Site Full-time 7-10 years Bachelor's Degree
Apply for this Position Position Overview
You will lead the customer support team — the people, the queue, and the promises ByteGurus has made about responsiveness and communication. Your measure is whether customers feel looked after, and whether the team can sustain that without burning out.
Key Responsibilities
- Lead and develop a team of customer support representatives across assigned accounts.
- Own the team's performance against agreed response, update, and satisfaction commitments.
- Plan coverage and workload so the queue is answered without overloading individuals.
- Own the escalation path from support into management and into the technical teams.
- Set the standard for customer communication and audit it through call and ticket reviews.
- Report on support performance and customer sentiment to internal and customer stakeholders.
- Recruit, onboard, and develop representatives; run reviews and progression plans.
- Work with delivery on bringing new customers into support cleanly.
Skills & Qualifications
- 7-10 years in customer support, including at least two leading a team.
- Experience owning service commitments for enterprise or business customers.
- Strong people leadership: hiring, coaching, performance, and retention.
- Comfort with the numbers — volumes, backlog, ageing, satisfaction — and what they are telling you.
- Excellent Turkish and English at executive stakeholder level.
- Experience redesigning a support process rather than only running one.
- Bachelor's degree or equivalent professional experience.
Nice to Have
- Experience standing up support for a newly launched product.
- An enterprise software background rather than consumer service.
- Service management training such as ITIL.
- Experience with workforce or capacity planning tooling.
What You'll Gain
- Competitive salary.
- Hybrid working — a mix of office and remote days, with time on customer sites where the work needs it.
- Annual learning budget for books, courses, and conferences.
- Top-tier hardware and software tooling.
- Private health insurance and flexible time off.
Apply for this Position
Send your CV and a short cover letter. We'll reply by email.
Apply for this Position